New Patient Scheduling to Primary Care

Patient decides they need a primary care doctor.

They ask for recommendations from friends and family.

Patient googles doctors that friends/family suggested, as well as searches for doctors that fit their criteria (work for a certain system, accept their health insurance, accept new patients, specialize in certain types of care, preferred gender or language-speaking demographics, proximity of clinics from home/work, etc.).

Patient visits their insurance websites to check which doctors are in-network.

Patient navigates to Memorial website to look for a doctor.

Patient uses “Find a Doctor” tool to filter the search based on preferences, availability, and/or a specific doctor’s name.

Patient learns more about the potential doctor via bio and/or through other channels that review/rate doctors (i.e., US News Health and/or Google).

Patient inquires about the doctor and schedules an appointment via a phone call and/or an online request form.

After an ER or Urgent Care visit, staff recommend a PCP to the patient to encourage continuity of care.

Patient waits for a phone call so they can schedule an appointment.

Patient fills out basic information (e.g., name, birthdate, gender, and the last few digits of their social) to set up a My Memorial app account.

Patient is prompted to log in with their email and password.

When accessing the app, patient selects “Primary Care.”

The app prompts patients without an associated doctor to attach the profile of a doctor based on previous visits or to find a doctor that is accepting new patients.

Patient selects a doctor that is accepting new patients and is given a list of next available appointment times.

Patient selects available times and confirms selection.

Staff receives the request via an email.

If the patient filled out an appointment request form, staff calls the patient to find an appointment time that is available for both the patient and provider.

If day/time is selected within the app, staff reviews the request, confirms availability, and manually logs the appointment into Cerner.

Patient scheduling from Cerner is sent to TouchWorks for provider office visibility and to create the patient profile in the EHR.

Patient receives a confirmation email or phone call with appointment details, including date, time, location, and preparation instructions.

Patient is not able to access their portal until after the first doctor visit.